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Compare Genesys Cloud CX and Gupshup 
Featured Products
At a Glance
Market Segments
Mid-Market (46.3% of reviews)
Mid-Market (43.5% of reviews)
Entry-Level Pricing
No pricing available
No pricing available
Genesys Cloud CX
Star Rating
(1,520)4.4 out of 5
Market Segments
Mid-Market (46.3% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Genesys Cloud CXGupshup
Star Rating
(63)4.4 out of 5
Market Segments
Mid-Market (43.5% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GupshupSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Genesys Cloud CX excels in providing a unified platform for customer interactions, integrating voice, chat, email, and messaging into a single interface. This seamless integration simplifies workflows for agents, making it easier to manage customer conversations effectively.
- Users say that Gupshup offers a user-friendly experience, particularly for Indian users, who find its interface convenient and accessible. The platform's variety of features, including chatbots and SMS capabilities, caters to diverse use cases, making it a solid choice for businesses looking for flexibility.
- According to verified reviews, Genesys Cloud CX stands out for its robust analytics capabilities, with customizable dashboards that help teams track performance and optimize customer interactions. Reviewers appreciate how these features enhance decision-making in contact center environments.
- Reviewers mention that while Gupshup provides a wide range of features, some users feel that it lacks the depth of integration seen in Genesys Cloud CX. This can lead to challenges in managing multiple communication channels cohesively, which is crucial for larger teams.
- Users highlight that Genesys Cloud CX has a higher overall satisfaction score, reflecting its strong market presence and user trust. The platform's ability to bring all customer conversations into one easy-to-use system is frequently praised, indicating a solid performance in day-to-day usability.
- G2 reviewers note that while Gupshup has a commendable support rating, Genesys Cloud CX's support features are also well-regarded, with users appreciating the quality of assistance provided. This balance in support quality is essential for businesses that rely on timely help to resolve issues.
Pricing
Entry-Level Pricing
Genesys Cloud CX
No pricing availableGupshup
No pricing availableFree Trial
Genesys Cloud CX
Free Trial is available
Gupshup
No trial information availableRatings
Meets Requirements
8.6
1,054
8.8
55
Ease of Use
8.9
1,088
8.8
56
Ease of Setup
8.4
648
8.8
38
Ease of Admin
8.4
598
8.1
22
Quality of Support
8.2
1,010
8.5
55
Has the product been a good partner in doing business?
8.5
591
8.7
22
Product Direction (% positive)
8.7
957
8.7
55
Features by Category
Messenger
8.8
23
8.8
20
9.1
26
7.1
19
9.1
25
7.5
19
8.5
25
7.9
19
Channels
9.0
24
7.3
18
9.1
23
7.3
20
9.2
22
8.5
19
8.9
21
6.8
17
9.2
20
7.2
16
Customers
8.9
27
8.1
17
8.6
24
7.7
18
9.1
25
7.8
19
8.7
23
7.6
17
9.2
24
7.5
17
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
8.9
144
Not enough data
8.9
128
Not enough data
9.2
6
Not enough data
Agent Tools
8.6
124
Not enough data
8.6
137
Not enough data
9.2
161
Not enough data
Automation
8.6
121
Not enough data
9.2
146
Not enough data
8.7
108
Not enough data
Agentic AI - Auto Dialer
9.2
6
Not enough data
8.6
6
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
8.7
5
Not enough data
Quality Assurance
8.8
159
Not enough data
8.6
149
Not enough data
7.8
160
Not enough data
Engagement
8.5
139
Not enough data
8.2
159
Not enough data
8.2
148
Not enough data
Performance
8.5
154
Not enough data
8.9
152
Not enough data
Generative AI
7.1
33
Not enough data
7.5
33
Not enough data
Channels
9.1
348
|
Verified
Not enough data
8.2
204
Not enough data
8.6
237
|
Verified
Not enough data
8.3
204
|
Verified
Not enough data
8.3
236
|
Verified
Not enough data
Generative AI
7.8
68
Not enough data
Functions
8.8
393
|
Verified
Not enough data
8.8
401
|
Verified
Not enough data
8.8
339
|
Verified
Not enough data
8.3
233
|
Verified
Not enough data
8.5
243
|
Verified
Not enough data
9.1
314
|
Verified
Not enough data
8.8
302
|
Verified
Not enough data
8.6
244
Not enough data
Agentic AI - Contact Center
6.7
10
Not enough data
8.0
11
Not enough data
7.1
11
Not enough data
6.7
10
Not enough data
Administrative
8.3
356
|
Verified
Not enough data
8.8
397
|
Verified
Not enough data
7.5
433
|
Verified
Not enough data
8.8
286
|
Verified
Not enough data
8.4
260
Not enough data
Responses
9.2
34
Not enough data
9.4
36
Not enough data
8.6
33
Not enough data
Automation - AI Agents
9.1
9
Not enough data
9.2
10
Not enough data
8.3
8
Not enough data
8.5
8
Not enough data
9.0
10
Not enough data
Platform
8.8
35
Not enough data
9.3
36
Not enough data
9.1
33
Not enough data
Autonomy - AI Agents
9.0
10
Not enough data
9.2
10
Not enough data
8.9
9
Not enough data
8.9
9
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
8.6
58
Not enough data
8.8
57
Not enough data
9.1
59
Not enough data
8.5
60
Not enough data
8.3
55
Not enough data
Platform
8.9
57
Not enough data
8.9
61
Not enough data
9.0
56
Not enough data
8.6
60
Not enough data
8.1
53
Not enough data
8.9
61
Not enough data
8.7
57
Not enough data
Generative AI
8.6
29
Not enough data
8.6
29
Not enough data
Workforce Management
8.7
172
Not enough data
8.6
162
Not enough data
8.5
153
Not enough data
8.2
151
Not enough data
8.0
119
Not enough data
Administration
8.1
145
Not enough data
8.5
164
Not enough data
8.4
172
Not enough data
8.0
144
Not enough data
8.5
153
Not enough data
Administration
9.2
25
Not enough data
8.9
24
Not enough data
9.2
23
Not enough data
Security
9.3
24
Not enough data
9.4
23
Not enough data
Conversational Platform
Not enough data
8.6
12
Not enough data
8.5
10
Not enough data
8.5
11
Not enough data
9.1
11
Support Automation
Not enough data
8.9
11
Not enough data
8.6
12
Not enough data
8.2
10
Not enough data
8.5
11
Generative AI
Not enough data
7.1
7
Not enough data
7.4
7
Messaging Channels
9.0
31
Not enough data
9.2
32
Not enough data
9.2
34
Not enough data
9.0
33
Not enough data
Administration
9.0
35
Not enough data
8.9
33
Not enough data
8.7
33
Not enough data
9.0
36
Not enough data
Platform
8.7
150
Not enough data
7.8
132
Not enough data
8.8
166
Not enough data
9.2
169
Not enough data
8.8
164
Not enough data
9.2
161
Not enough data
9.1
163
Not enough data
Generative AI
7.6
60
Not enough data
Workforce Management
8.9
154
Not enough data
8.8
151
Not enough data
Call Center Infrastructure (CCI)
6.9
8
Not enough data
7.3
8
Not enough data
5.8
8
Not enough data
5.6
8
Not enough data
Administrative
9.0
160
Not enough data
8.2
163
Not enough data
Customer Support
9.0
35
Not enough data
8.9
36
Not enough data
8.5
34
Not enough data
Automation
8.7
33
Not enough data
8.6
37
Not enough data
9.1
36
Not enough data
Artificial Intelligence
9.0
35
Not enough data
8.8
35
Not enough data
9.0
33
Not enough data
Generative AI
Not enough data
7.0
11
Not enough data
7.4
11
Agentic AI - Bot Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
7.8
28
Not enough data
7.6
28
Not enough data
8.2
28
Not enough data
Communication
8.6
175
|
Verified
Not enough data
8.5
178
|
Verified
Not enough data
8.4
132
Not enough data
8.5
145
Not enough data
8.4
98
Not enough data
Internal Use
8.4
175
|
Verified
Not enough data
8.7
168
|
Verified
Not enough data
8.4
129
|
Verified
Not enough data
8.4
146
|
Verified
Not enough data
8.3
140
|
Verified
Not enough data
8.4
138
|
Verified
Not enough data
Generative AI
6.9(won by default)
13
Not enough data
7.2(won by default)
13
Not enough data
Process
8.3(won by default)
28
Not enough data
9.0(won by default)
31
Not enough data
8.7(won by default)
29
Not enough data
Channels
9.1(won by default)
32
Not enough data
8.9(won by default)
33
Not enough data
8.7(won by default)
34
Not enough data
9.7(won by default)
36
Not enough data
9.1(won by default)
33
Not enough data
Insight
9.3(won by default)
30
Not enough data
9.0(won by default)
36
Not enough data
8.9(won by default)
33
Not enough data
9.4(won by default)
31
Not enough data
Generative AI
7.5
27
Not enough data
WhatsApp Messaging - WhatsApp Marketing
Not enough data
9.3
12
Not enough data
9.6
12
Not enough data
9.4
12
Not enough data
9.4
12
Not enough data
9.2
12
Not enough data
9.4
12
WhatsApp Business Platform - WhatsApp Marketing
Not enough data
9.1
11
Not enough data
9.5
11
Not enough data
8.5
11
Not enough data
8.6
11
Platform Basics - VoIP Providers
8.5
8
Not enough data
8.5
9
Not enough data
6.7
8
Not enough data
7.9
8
Not enough data
8.1
7
Not enough data
7.9
7
Not enough data
Basic Communication
9.6
65
Not enough data
7.6
45
Not enough data
8.4
52
Not enough data
8.3
46
Not enough data
8.8
53
Not enough data
8.7
54
Not enough data
Agentic AI - VoIP Providers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Access
8.1
54
Not enough data
7.9
47
Not enough data
7.8
48
Not enough data
Advanced Features
8.9
60
Not enough data
8.6
53
Not enough data
9.1
61
Not enough data
Voice Recognition - AI Voice Assistants
8.5
8
Not enough data
Speech Synthesis - AI Voice Assistants
9.0
8
Not enough data
8.5
8
Not enough data
8.8
8
Not enough data
Security and privacy - AI Voice Assistants
8.8
8
Not enough data
Compatibility - AI Voice Assistants
8.8
8
Not enough data
Agentic AI - Genesys AppFoundry Marketplace
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
6.2
10
Not enough data
6.2
10
Not enough data
Calling
9.4
60
Not enough data
8.6
54
Not enough data
8.8
59
Not enough data
8.8
59
Not enough data
8.7
10
Not enough data
Contacts
8.6
57
Not enough data
8.5
56
Not enough data
8.4
54
Not enough data
Insights
8.5
55
Not enough data
8.9
57
Not enough data
8.5
57
Not enough data
8.1
52
Not enough data
8.1
51
Not enough data
8.1
9
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Extensions
8.9
43
Not enough data
9.3
47
|
Verified
Not enough data
9.1
52
|
Verified
Not enough data
Features
8.6
39
Not enough data
8.1
33
Not enough data
8.2
35
|
Verified
Not enough data
9.2
36
|
Verified
Not enough data
8.9
33
|
Verified
Not enough data
Feature Not Available
Not enough data
Customer Query Resolution - AI Customer Support Agents
7.2
20
Not enough data
7.0
22
Not enough data
7.1
20
Not enough data
7.0
19
Not enough data
7.5
20
Not enough data
Customer Interaction Automation - AI Customer Support Agents
6.9
18
Not enough data
7.6
19
Not enough data
8.1
19
Not enough data
8.1
23
Not enough data
Automation
8.4
23
Not enough data
8.3
20
Not enough data
7.5
19
Not enough data
Autonomy
6.6
22
Not enough data
6.7
21
Not enough data
7.1
21
Not enough data
7.2
20
Not enough data
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Genesys Cloud CX and Gupshup are categorized as Conversational Marketing
Unique Categories
Genesys Cloud CX is categorized as Social Customer Service, Proactive Notification, AI Customer Support Agents, AI Voice Assistants, AI Agents For Business Operations, Contact Center, Chatbots, Customer Service Automation, Co-Browsing, Genesys AppFoundry Marketplace, Contact Center Quality Assurance, UCaaS Platforms, Speech Analytics, Auto Dialer, Outbound Call Tracking, Live Chat, VoIP Providers, Contact Center Workforce, and Call Center Infrastructure (CCI)
Reviews
Reviewers' Company Size
Genesys Cloud CX
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Gupshup
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
10.9%
Financial Services
10.2%
Telecommunications
5.7%
Consumer Services
5.1%
Accounting
4.7%
Other
63.5%
Financial Services
8.1%
Computer Software
8.1%
Marketing and Advertising
6.5%
Insurance
6.5%
Automotive
6.5%
Other
64.5%
Alternatives
Discussions
Anyone integrated PureCloud with custom CRM?
5 Comments
AC
We have integrated it with our home grown CRM (called Bond) and integrated it with Zendesk and Salesforce. We do automatic CRM screen pops (of the customers...Read more
how do i reschedule emails or put them on hold?
5 Comments
MG
Using states and wait feature in Architect Read more
Whatbis the best way to review data regarding blended agent stats
2 Comments
MG
To get agents status data go to reports tab, new, and chiíes the i e to agents status. Read more
Gupshup has no more discussions with answers
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